Client Support Analyst

3 months ago

Saanichton, Canada PHSA Full time

**Client Support Analyst**

BC Emergency Health Services

Victoria, BC

In accordance with the Mission, Vision and Values, and strategic directions of BC Emergency Health Services, patient safety is a priority and a responsibility shared by everyone at BC Emergency Health Services, and as such, the requirement to continuously improve quality and safety is inherent in all patient and employee safety aspects of this position.

Reporting to the Manager, Client Services, the Client Support Analyst functions in a diverse IT environment and provides unscripted first and second level troubleshooting. This role supports and responds to inquiries/requests for IMIT related equipment, maintenance, repairs and services which are managed and maintained through IT and Telecommunications. The Client Support Analyst also provides technical and administrative support for IT moves and installations as well as administrative and financial support for the department and BCEHS. The Client Support Analyst supports a diverse clientele that also present geographical challenges or limitations and often include issues that are in urgent need for resolution.

**What you’ll do**
- Provides first and second-level problem resolution for BCEHS IT and Telecommunication users across the Province of British Columbia.by monitoring incident tracking system and resolves tickets at the tier 1 and 2 level; identifying and categorizing alerts into bugs or enhancements; works with users to identify specific internal or external processes and options for resolution; analyzing and documenting problems details; compiling incident assessments on functional problems or recurring issues for maintenance scheduling.
- Assist users in resolving telephone issues and problems, including wireline, wireless landline and various landline systems and services by methods such as analyzing/diagnosing presented issues, identifying, formulating and implementing potential solutions and evaluating outcomes.
- Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. This role may also assist with troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
- Handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).
- Designs, develops and documents technical support materials, such as end user instructional material on use of new technology.
- Proactively researches and evaluates various IT and Telecommunication solutions; recommends new/ revised service delivery options, technologies, products and services to ensure BCEHS’ initiatives are aligned with current best practices, technological trends and upgradeable for future needs.
- Provides clients and departments with different options for equipment, service delivery and cost efficiencies according to user needs and requirements.
- Liaises/follow up with vendors to ensure issues are resolved.
- Participates in Projects, helping to gather requirements, creating and documenting processes, testing and implementing
- Performs other related duties as assigned.

**W**hat you bring**

Qualifications
- Grade 12, graduation from a recognized two year computer systems technology diploma program plus two years’ recent, related experience or an equivalent combination of education, training and experience.

Skills & Knowledge
- Ability to type.
- Ability to communicate effectively both verbally and in writing.
- Ability to deal with others effectively.
- Physical ability to carry out the duties of the position.
- Ability to organize work.
- Ability to operate related equipment.
- Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).

**What we bring**

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too - offering health, wellness, development programs to support you - at work and at home.
- Join one of BC’s largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
- Enjoy a comprehensive benefits package, including municipal pension plan, an

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